1 The I in Experience 2 3 4 5 Revolutionizing experience delivery Enterprises that are exploring cooperative experiences today are launching Although many of the technologies that will truly revolutionize experience delivery— like augmented reality (AR) and 5G—are still in early stages, there are others that can a new generation of customization, fit for future capabilities and expectations. help insurance carriers get started. For instance, many insurers are already investing in machine learning in functions such as underwriting and claims. These systems Those wanting to keep up, and stay competitive and relevant, will need to start have traditionally left little room for customer input; however, the technology can be building reputations as insurance companies that amplify customers through repurposed to enable greater levels of interaction. curated experiences, rather than marginalizing them. AXA XL’s Connected Cargo solution, for example, is a real-time digital cargo tracking Choose-your-own-adventure stories, customization with live user input and tools solution designed to help customers optimize their supply chain. Connected Cargo that let people design their own experiences are all ways that insurers are embracing gives clients 24/7 monitoring as well as access to AXA XL’s risk engineers’ expertise cooperative experiences that provide value and align to customers’ values. 20 to develop loss prevention plans. The solution uses data from sensors placed on containers—such as geolocation, temperature and humidity fluctuations, door opening and shock—to enable risk engineering experts to develop impactful prevention services for transportation and logistics risks. With every shipment, the data produced by these technologies becomes richer and more valuable, enabling underwriters to more accurately price and underwrite risk. 18 Technology Vision for Insurance 2020 | We, the Post-Digital People